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Adam

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Posts posted by Adam

    "HTTP method POST is not supported by this URL" error when purchasing software

    in Customer Service, Accounts and Purchasing

    Posted

    Hello @Seelenwahnsinn

    Thanks for your Forum Post, and my apologies you're having trouble.

    From what you've described, it looks like it may be something to do with your machine, since you seem to be having the issue with the Microsoft Store, as well as the Affinity Store.

    I'd recommend trying a different web browser to place the order to begin with, and then try to use a different computer, and if necessary, a different internet connection.

    We've not had any similar queries regarding this, and so I can be sure the Affinity Store is running smoothly.

    Please let me know how you get on.

    Thanks,

    Adam

    Payment failed to process and it's taken my money, what can I do?

    in Frequently Asked Questions about V1 Software

    Posted

    Why is my order failing to process?

    Payment failures/declines can be a result of many factors. Some failures are due to the customer’s bank declining the payment. This may happen for various reasons including insufficient funds, or concerns of suspicious activity. Failures of this kind are best discussed with your bank. They will be able to provide you with more information than we can.

    Other failures are gateway rejections.  These rejections are when our payment processor has decided to reject the payment to protect Affinity from potential fraudulent transactions.

    When a customer places an order via the Affinity Store, the transaction is handled by the third party payment processor Digital River. Only a small amount of information is requested from our customers; this is intentional for GDPR and General Data Protection purposes. We process payments and orders based on this information, and Digital River either authorises or rejects the payment using this information, along with other additional factors. We  have no control over this.

    In any case please accept our apologies for the trouble you are experiencing; this is certainly something we are trying to constantly improve.

    What can I do to fix this?

    If this happens to you, if you haven’t already, please update your web browser to the latest version. You could also try using a different web browser or another computer, if you have access.

    Please make sure that you have enabled essential cookies for our website.

    There are restrictions on the number of orders that can be placed within any 24 hour period; If you happen to have placed two orders on the website within 24 hours, and wish to place another within that time, you may receive an error as a result of this. The Affinity Store will allow you to add several items to your basket for one payment/transaction, and we'd always recommend this for future orders.

    As well as credit/debit card we offer a range of other payment methods. These will vary from country to country, but widely available options include  PayPal, Google Pay, and Apple Pay (when ordering from an Apple device). If your credit/debit card is being declined you could try one of these options instead.

    A number of our customers have mentioned that their use of popular browser plugins may affect their ability to place an order on the Affinity website, and that temporarily disabling them fixed the issue.

    You can also obtain the Affinity apps from either the Microsoft Store or the Mac App Store, depending on your OS.

    What will happen to the money that has left my account?

    Don't worry about the funds that have seemingly left your bank account/credit card; these funds have only been reserved for payment by your bank and have not been collected by Affinity. Depending on your bank/credit card company, the funds will drop from their reserved state within a maximum of 28 days (usually much sooner). If you have any queries relating to this, please contact your financial institution; they should be able to give you more specific information.

    If you still have questions or concerns, please send an email to affinity@serif.com

    The money was withdrawn but the application did not reach me

    in Customer Service, Accounts and Purchasing

    Posted

    Hello all,

    I've made an FAQ relating to the discussion on this thread here, and have pasted below for your convenience.

    Why is my order failing to process?

    Payment failures/declines are as a result of one of many factors. We are actively investigating the reason for credit card failures with Braintree (the payment processor we use), but there is nothing specific we are able to pin this on, currently.

    When a customer places an order with us via the Affinity Store, and they choose to pay by credit/debit card, only a small amount of information is provided to us; this is intentional for GDPR and General Data Protection purposes. We process payments and orders based on this information, and Braintree either authorises or rejects the payment using this information, as well as a multitude of additional factors. Unfortunately we have no control over this.

    The overall processing failure rate seems to be at approximately 5%, but note that this changes throughout the year for a variety of reasons, and this number does not give an indication as to the differences between currency, location, risk-rate etc. - whilst we can't provide this information specifically, please know that this data swings wildly in many directions.

    The back-end procedure of customers placing orders can be rather involved, and so cannot always be successful. We only ask for a customer's name, email address and country of residence, and we specifically don't ask for their billing address; we think this may be part of the reason certain orders fail, but we cannot be 100% sure.

    In any case please accept our apologies for the trouble you are experiencing; this is certainly something we are trying to constantly improve.

    What can I do to fix this?

    If this happens to you, might I suggest you try updating your web browser to the latest version, if not already? You could also try using a different web browser or another computer, if you have access.

    We accept PayPal, and so this can be used for payment if you have an account.

    There are restrictions on the number of orders that can be placed within any 24 hour period; If you happen to have placed two orders on the website within 24 hours, and wish to place another within that time, you may receive an error as a result of this. The Affinity Store will allow you to add several items to your basket for one payment/transaction, and we'd always recommend this for future orders.

    A number of our customers have mentioned that their use of popular browser plugins may affect their ability to place an order on the Affinity website, and that temporarily disabling them fixed the issue.

    What will happen to the money that has left my account?

    Don't worry about the funds that have seemingly left your bank account/credit card; these funds have only been reserved for payment by your bank and have not been collected by Affinity. Depending on your bank/credit card company, the funds will drop from their reserved state within a maximum of 28 days (usually much sooner). If you have any queries relating to this, please contact your financial institution; they should be able to give you more specific information.

    If you still have questions or concerns, please send an email to affinity@serif.com

    Adam

    Pago triplicado

    in Customer Service, Accounts and Purchasing

    Posted

    Hello @guiller

    Apologies you're having trouble placing the order.

    I've sent you an email separately to continue this conversation, since this is in relation to order payments.

    Thanks,

    ----------------

    Disculpas, tienes problemas para realizar el pedido.

    Le envié un correo electrónico por separado para continuar esta conversación, ya que se trata de pagos de pedidos.

    Gracias,

    Adam

    Registering the 4 bonuses

    in Customer Service, Accounts and Purchasing

    Posted

    Hello @François Tiano

    Apologies for the delay in replying to you. I think we need to look into this further for you, since the issue you are experiencing shouldn't happen.

    I can certainly help further, and if I need to forward onto a colleague, I certainly can do this for you. I've sent you an email for you to respond to. Would you be able to continue troubleshooting from this point via email?

    Thanks,

    Adam

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